Fin Product Area

Hi,We have been using Intercom for quite some while and with ID verification turned on, the intercom functionality wont work for users without an account. If the user has an account and logs in it works like a charm (user_hash is set for both IOS and ANDROID and that works without a flaw). When logout again and pressing the chat bubble, the intercom messenger does pop up but said something’s gone wrong and returns this error:[Intercom] ERROR - Tried to fetch composer suggestions but there was a network error (401) - Failed Identity Verification check This also happens when the app starts up and you are not logged in and have not recently logged out.Which is strange as the function used is Intercom.loginUnidentiefiedUser() (if this function is not relevant for ID verification than what is the alternative?)When ID verification is turned off again all functionalities work perfect (both for logged in and unregistered users) "react": "17.0.2","react-native": "0.68.5","@intercom/intercom-rea

Unable to send replies, add notes or contact your Chat support. Please connect with me on my registered email ASAP. 

Currently we are having issues on reply to customer conversation. And not able to reach customer support as well.How long the maintenance, can please someone assist and advise?

I cant reply our users who contact via chat. The error does not disappear for a very long time, we are losing customer loyalty. I can’t contact you because your chat is also not working, please solve the problem and contact me as soon as possible https://imgur.com/a/vgS49eM 

Is anybody reach the support, or is there any official statemen by intercom about ETA?

We have been without chat for more than an hour to be able to answer our customers. Does anyone know when this will be resolved?

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Hello, it has been several hours that Intercom is down, any idea how long it will take to fix the situation? Thanks

Hello! Are there any maintenance works right now? We keep getting the “couldn’t sent” error when trying to reply users in the messenger. I can’t contact Support for the same reason.  

In console I am getting errors: [{code: "client_error", message: "Unknown server error"}] request_id: "000345fhkb1vhl6q4p8g" type: "error.list"This happens also to the internal intercom conversations

Hi Intercom team, When I try to link another article, instead of attaching the article (which is in draft mode), Intercom responds back with “not found”.How can I fix this or is it a bug within the system? Thanks,Blake 

Hi,I know this question was asked elsewhere, but the link in the answer goes to page which details how to manually edit a template but not to upload one.What I’m hoping to achieve is that we store our email templates and blocks in a repository such as Gitlab, so they are version controlled, and then automate their upload via API to Intercom as part of our merge pipeline.Is this even possible? And if so, is someone able to direct me to the documentation for this please?

Hi team,I have a question. Can you help me support?I want to create one workflow, when user exit page, we will trigger showing chatbot.When chatbot will ask user put email and give user some video guideline based on their selection.Number of video can be 5 videos. Can I do it on Intercom?And I want to know what is difference between Series and Workflow?Thanks 

Hello everyone, I'm Darshan Hiranandani, exploring ways to set up automated messages in Intercom to better engage our users. Can anyone share their experience or provide step-by-step guidance on how to accomplish this? Any tips or best practices would be greatly appreciated. Thank you in advance for your help!

Hello there ! We are trying to build a custom response in chat through workflow and custom action. We have a custom action set up to get a document in our private database. We see in the log that the api call is working. But when doing the workflow in live condition, intercom chat doesn’t retrieve the response and download the pdf file automatically. I want to know if someone has already faced the same problème ? is intercom chat able to retrieve the document from a custom action or not ?  

I have a doubt, in my workspace I have 56,690 users with these rules.How is it possible I only have 10 answers and sent 23 messages during January? Is there any way I can optimize my formula and have more reach?(Considering that I want to present my NPS every 90 days to users with more than 30 days of use). 

Is there a way to know how long did it take the user to complete a tour? We want to better understand if the users just click “next next next” to finish with it  

Anyone experiencing this? I’m able to replicate internally after a customer brought this up. Possibly related to the last updated as they have no issues on Chrome.Verified the following:No browser extensions or plugins are being used No plugins (other than the standard present) Cleared cache/cookies Tried in Private browsing mode No errors in the browser console or network tab (ctrl + shift + i)Any info would be appreciated. Thanks!Michael

I would like to be able to add a link in one of our articles in the Help center (created in Intercom) that can say “Contact support” if you have more questions. When people click it I would like the link to open the chat widget, instead of adding a “mailto” link. This would work similar as the Javascript API would work in our own app. But since the Help center is hosted and build with Intercom I was wondering if there was a supported way. Am I missing something? Tried searching, couldn’t find this. 

When I extracted the data for my January NPS response, none of the files contained the correct data. The file I usually use is "answer_combined" and it only has 1 answer, yet the intercom dashboard shows me 3 comments for the 1-31st January range..Can you fix the problem or provide me with a correct CSV file?You can see the images below that prove what I'm saying. 

I implemented intercom push notification on an react native app, it only works when i’m on the app but doesn’t work when the app is on backgroundPlease how do i make it work? 

I am using Intercom for the 1st time and setting up rule based emails.  The emails I want to send are based on events not happening i.e. a customer does not add users, a customer does not make a booking. Could you advise how I may do this?  I can see how to do it where an event does happen but ultimately I want my rule to look like:Where user role X has not done event Y after Z amount of timeThen send emailThanks in advance

I followed the example for how to create a Messenger Canvas App, and I got it to work. The problem is that it creates a button. After pressing that button, it displays some text. I cannot figure out how to reset the program to go back to the button so that I can begin making and testing my own changes to the program. The only way I’ve been able to do it is to change browsers, but there are only so many of those. I’ve tried deleting cookies and the cache, changing the APIs, resetting the project. I’m getting desperate here.  The example code is completely changing what is on the canvas:app.post("/submit", (request, response) => {  const body = request.body;  response.send({    canvas: {      content: {        components: [          { type: "text", text: "Someone just clicked something!", style: "header", align: "center" },        ],      },    },  });});I can’t try changing anything, because nothing happens at this point.

I just started using Intercom. We have multiple people managing replies from a single account, which works well. Is there a way to also send the Intercom replies to the original sender email? For example: our group-managed email is example@gmail.com. When a user sends an email to example@gmail.com it gets forwarded to Intercom, where it’s replied to. However, there’s no history of the email in example@gmail.com. This is a problem because I still need to manage/track the email threads in Gmail in addition to Intercom. Mainly because I’ll need to pick up communication out of office hours and over the weekend. How can i solve this? 

It is impossible to run two help centres off the same content currently because of the limitations in linking between articles.IFYou have two help centres A and BANDYou create an article C linking to article D that is to be used by both help centresTHENThere is no way to do this without duplicating the content.When you put in a link it has to be to the full URL, there is no “internal” linking functionality.You should be able to have the article C link to D in such a way that if you are in help centre A, you stay within it rather than it throw you to help centre B. It basically renders the multi help centre useless right now.